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03/06/2009 - SimplyBiz Recommends FinQS TCF Centre

SimplyBiz, the Yorkshire based compliance and business services support company for financial services intermediaries, have made an official recommendation of the use of automated client feedback tool TCF Centre to its member firms. The TCF Centre, supplied by FinQS, is PI compliant and was created alongside compliance professionals and advisers with input from PI insurers to dispel fears that client feedback could encourage complaints.

Recent statistics show over 99% of feedback received via TCF Centre was extremely positive and FinQS have capitalised on this by developing functionality encouraging respondents to post their positive comments on social networking sites. A unique ‘early warning’ system also allows users to pick up on areas where a client may be less than satisfied or unsure, thus improving service levels and allowing issues to be addressed before reaching complaint status. The specific instant reports produced are particularly useful in answering FSA requests for information prior to and during ARROW visits.

The online system also allows advisory firms to gain feedback on their service proposition, automatically collate data for analysis, establish scores and trends and identify training or action areas at the touch of a button. TCF Centre enables firms to effortlessly evidence success of actions, adding value and strength to their T&C process for as little as £20pm.

Gary Kershaw, Compliance Director of SimplyBiz, commented:

“The TCF Centre is a quick fix for firms who are struggling to come to terms with the FSA’s requirements to have meaningful management information. What has impressed me the most is the way the TCF Centre targets its management information outcomes to mirror those suggested by the FSA. We are pleased to endorse this tool as a key support service in helping IFAs improve and develop their overall service.”

Sim Sangha, Sales Director at FinQS, added:

“To gain the seal of approval from SimplyBiz is certainly a compliment to TCF Centre. After initially taking counsel from the compliance team we have improved the system to provide a PI safety net for members whilst effectively demonstrating they are actively doing something with the feedback received. Gaining client feedback is not about customer satisfaction, it’s about consistent outcomes and a determination to achieve excellence. If you are making the effort to gather feedback then why not use it to reduce your risk and encourage referrals rather than as a tick box exercise?”

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03/06/2009 - SimplyBiz Recommends FinQS TCF Centre